Author: Sandra Radlovacki

Zendesk Acquires Unleash, Moves Deeper Into AI-First Employee Service

Zendesk has acquired Unleash, an AI-powered enterprise search platform, to double down on internal employee service and AI-first support models. The deal brings generative AI search, permission-based retrieval, and deep collaboration tool integrations directly into Zendesk’s employee service offering. The goal...

Healthcare Is Done Experimenting With AI

Healthcare organisations are no longer asking whether AI belongs in their operations. That question has been answered. The real question now is whether AI can deliver results quickly, safely, and without disrupting already strained systems. A new executive outlook report from...

Oracle-led Investor Group Saves TikTok from the US Ban

After years of political pressure, legal uncertainty and repeated deadline extensions, TikTok’s future in the United States has finally been stabilised. A new investor-led group, fronted by Oracle, will take control of TikTok’s U.S. operations, allowing the platform to continue...

What AI Really Did to Holiday CX

The 2025 holiday shopping season marked a turning point for customer experience. For the first time, artificial intelligence became a visible and frequent part of how customers searched, bought, tracked, returned, and resolved issues with their orders. According to the Liveops...

Five9 Appoints New CEO Following Mike Burkland’s Planned Transition

Five9 has appointed a new Chief Executive Officer, with the change taking effect on February 2, 2026. The company said the appointment is part of a planned transition, with long-time CEO Mike Burkland staying on the Board of Directors to...

75% of Customers Say AI Support Is Fast but Still Frustrating

AI customer service got noticeably faster in 2025. Yet for many customers, that speed came at a cost. According to Glance’s newly released 2026 CX Trends Report, 75% of consumers say they’ve received a quick, AI-driven response that still left them...

Digital Burnout Is Becoming a Daily Experience for Always-On Customers

Digital burnout describes the mental fatigue that builds up when people are constantly connected, interrupted, and expected to respond online. It shows up as trouble staying focused, irritation with digital tools, and a growing urge to ignore messages altogether. What...

British Airways CEO Warns of a Future Where Brands Get Ignored

British Airways is preparing for a future where customers may no longer choose airlines at all. Instead, AI agents could do it for them, deciding which flights to book and which brands never even appear. Speaking at Globant’s Converge 2025 event...

Freshworks Acquires FireHydrant to Strengthen AI-Driven IT Operations

Freshworks is expanding its IT operations capabilities with the acquisition of FireHydrant, an AI-powered incident management and reliability platform. The move brings incident response and reliability engineering closer to IT service management, as organisations look for faster ways to detect,...

Google’s AI Is Phoning Businesses for Pricing and Many Aren’t Answering, Survey Reveals

Google’s AI is picking up the phone and calling local businesses to ask for pricing, and a new study shows many businesses are failing to respond. Introduced in July 2025, Google’s AI option in Search can check pricing at the US...